PS Customer Advocate Spec III

University of Utah; Salt Lake City (UT); On-site; Full time

Job summary

An established industry player in healthcare is seeking a dedicated PS Customer Advocate Spec III to enhance patient experiences at the Faculty Practice Clinic. This engaging role involves triaging patient needs, scheduling appointments, and ensuring seamless communication between patients and providers. With a strong focus on customer service, the ideal candidate will thrive in a fast-paced environment, demonstrating excellent communication skills and proficiency in essential software applications. Join a forward-thinking institution that values diversity and is committed to improving access to quality healthcare for all. This is a fantastic opportunity to make a positive impact in the lives of patients while working in a supportive and dynamic team.

Qualifications

• 2 years of experience in customer service or related field required.
• Proficiency in Epic and Microsoft Office applications is essential.

Responsibilities

• Provide triaging and customer service support for patients.
• Coordinate patient scheduling and manage referrals efficiently.

Skills

Customer Service

Communication Skills

Scheduling

Epic Software

Microsoft Office

Typing (45 WPM)

Education

Two years of experience in communications or customer service

Equivalent education may substitute for experience

Tools

Epic

Outlook

Microsoft Office

Job description

This posting does not accept online applications. Please contact your Human Resource Office for instructions on how to apply.

Announcement

Open Date: 11/11/2024

Requisition Number: PRN40296B

Job Title: PS Customer Advocate Spec III- Faculty Practice

Job Grade: UGR

FLSA Code: Nonexempt

Patient Sensitive Job Code?: Yes

Standard Hours per Week: 40

Full Time or Part Time?: Full Time

Shift: Day

Work Schedule Summary: Monday – Friday. Hours may vary based on clinic needs.

Location: Salt Lake City, UT

Pay Rate Range: $19.27 - $25.00

Close Date: 02/11/2025

Job Summary

This position provides triaging and customer service support for patients seeking specialty care in the University of Utah School of Dentistry Faculty Practice Clinic. Responsibilities include handling inbound and outbound telephone calls, patient scheduling, provider messaging, and managing referrals for patients seeking specialty care. This position maximizes efficiency by facilitating and ensuring the accuracy of the information flow between patients and providers.

This position will also be eligible for a lead differential for specific projects and responsibilities to assist the Clinic Manager in their absence or as needed. Lead differential pay will be at the discretion of the manager.

This is an on-site position.

Responsibilities

Essential Functions:

• Supports overall referral coordination for patients seeking specialty with the University of Utah School of Dentistry Faculty Practice Clinic.
• Answers inbound calls.
• Acts as a liaison between providers and patients in the coordination of patient care.
• Schedules and completes patient registration in Epic.
• Provides excellent customer service for patients seeking specialty care by resolving concerns and responding to inquiries in a professional and engaging manner.
• Coordinates services provided to patients according to policies and procedures, and provides customer education as needed.
• Maintains excellent schedule adherence and productivity standards.
• Handles all customer contacts in a timely and efficient manner.
• Performs other administrative or clerical duties and projects as assigned by the manager.

Problem Solving

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
• Demonstrated excellence in verbal and written communications.
• Ability to respond appropriately to customer requests for one call resolution.
• Demonstrated proficiency in all essential computer and telephone applications including Epic, Outlook, and Microsoft Office.
• Demonstrated ability to type at least 45 WPM.
• Demonstrated ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
• Ability to report to work on time and avoid unnecessary absenteeism.
• Demonstrated excellent knowledge of organizational services, locations, specialties, and workflows.
• Ability to verbalize empathy.
• Ability to assimilate data from various sources.

Minimum Qualifications

Required:
Two years of experience in communications, customer service, a related medical field, or equivalency (one year of education can be substituted for two years of related work experience). Nine months of experience scheduling and messaging within the organization.

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status.

Required Documents

• Resume
• Cover Letter (Optional)